Personal Banking Services Representative

Core Performance Areas

Product Development


Recognize suitable retail and commercial banking offerings that address specific customer requirements and objectives.
Suggest appropriate financial instruments to meet particular client needs and goals.
Evaluate the potential risks and returns of various retail and commercial banking products and services.
Determine how market forces impact the performance of the bank's offerings.


Market Intelligence, Strategic Selling, and Conceptual Approach


Demonstrate a thorough understanding of relationship management tactics and methods.
Show proficiency in establishing and maintaining client relationships.
Engage in regular meetings and discussions with clients to understand their preferences and needs.
Work together with internal teams to provide exceptional client support and service.


Credit Risk Management


Assess customer financial stability based on reputation, repayment history, equity capital adequacy, volatility of repayment fund sources, collateral value, and economic dependency.
Evaluate credit ratings by conducting in-depth analysis of customer character and aligning facility characteristics.
Create terms and conditions such as interest rates and payment options based on customer needs and risk assessment results.


Customer Relationship Management


Comprehend the principles and steps for handling customer complaints to resolve issues independently.
Recognize the importance of complaint handling and its potential impact on the bank.
Gather additional information about complaints and address customer grievances.
Use customer complaints as opportunities to identify service gaps and improve service delivery.
Recognize customer expectations and demonstrate a customer-focused mindset.


Key Account Management


Display strong interpersonal and communication skills to develop and maintain relationships with key clients.
Show an understanding of client needs and effectively align banking solutions with their business goals.
Establish trust, credibility, and rapport with clients through active engagement and attentive listening.
Conduct regular client reviews and proactively address concerns and challenges.


Banking Operations Policies and Procedures


Ensure that operational procedures for various retail banking transactions are designed to facilitate smooth daily operations and comply with regulatory requirements.
Ensure that models for evaluating the effectiveness of operational procedures are developed.
Conduct reviews and evaluations of operational procedures and make necessary adjustments.


Branch Operations and Management


Demonstrate a deep understanding of advanced branch operations functions and their interdependencies.
Offer expert guidance on complex operational matters, such as cash management, vault operations, and security protocols.
Implement process improvement initiatives to streamline branch operations and enhance customer experience.
Introduce initiatives to improve customer experience and drive engagement in the branch.
Contribute to the development and implementation of branch management policies and procedures.


Digital Banking and Technology


Monitor digital banking development and financial technology utilization trends in financial service industries; review current bank practices and propose enhancement measures accordingly.
Suggest general banking management solutions and digital channels or eCommerce products by utilizing recent developments, including cutting-edge technology and product and service trends in digital banking.
Oversee data mapping functions and compile requirements definitions for new initiatives.
Coordinate with relevant business and operation units to optimize digital banking channels.


Commercial Lending and Relationship Management


Demonstrate understanding of commercial lending processes, policies, and regulations.
Show knowledge of credit underwriting, financial analysis, and loan structuring.
Perform thorough analysis of financial statements and prepare credit proposals.
Exhibit knowledge of customer segmentation, needs assessment, and relationship-building strategies.
Collaborate with internal stakeholders to identify cross-selling opportunities and deliver comprehensive banking solutions.


Key Performance Indicators

Product Development


Number of new retail and commercial banking products successfully developed and launched within a fiscal year.
Average time required to develop and launch new retail and commercial banking products.
Percentage increase in revenue generated from retail and commercial banking products.
Customer satisfaction levels specifically related to newly launched retail and commercial banking products.
Number or percentage of new customers acquired through the bank's newly launched retail and commercial banking products.


Market Intelligence, Strategic Selling, and Conceptual Approach


Percentage of qualified leads resulting in successful sales within the retail and commercial banking department.
Average value of deals closed by the retail and commercial banking department.
Success rate of utilizing conceptual selling techniques in sales engagements.
Percentage of successful sales opportunities won against competitors within the retail and commercial banking department.
Growth in sales revenue generated by the retail and commercial banking department over a specific period.


Credit Risk Management


Percentage of non-performing loans in the retail and commercial banking portfolio.
Percentage of loans within the retail and commercial banking portfolio that have achieved the desired credit rating or risk classification.
Level of credit exposure to specific sectors, industries, or individual borrowers within the retail and commercial banking portfolio.
Average time taken to process and approve loan applications within the retail and commercial banking department.
Level of adherence to internal credit policies and external regulatory requirements within the retail and commercial banking department.
Accuracy, timeliness, and comprehensiveness of credit risk reports generated by the retail and commercial banking department.


Customer Relationship


Level of customer satisfaction with services and interactions provided by the retail and commercial banking department through surveys or feedback mechanisms.
Average revenue generated from each retail and commercial banking customer.
Average time taken to resolve customer complaints within the retail and commercial banking departments.
Percentage of new customers acquired through customer referrals within the retail and commercial banking department.


Key Account Management


Growth in revenue generated from key accounts within the retail and commercial banking department.
Level of customer satisfaction specifically related to key accounts within the retail and commercial banking department.
Percentage of key accounts retained within the retail and commercial banking department.
Profitability of individual key accounts within the retail and commercial banking department.
Performance of relationship managers in managing and growing key account relationships within the retail and commercial banking department.
Effectiveness of key account planning and execution of strategic initiatives within the retail and commercial banking department.


Banking Operations Policies and Procedures


Level of adherence to regulatory guidelines and requirements within the retail and commercial banking department.
Accuracy of transaction processing within the retail and commercial banking department.
Department's compliance with SLAs established for various operational processes, such as account opening, loan processing, customer inquiries, and complaint resolution.
Average time taken to complete key operational processes within the retail and commercial banking department.
Efficiency of operational processes within the retail and commercial banking department in terms of cost per transaction or cost per unit of output.
Quality of customer service provided by the retail and commercial banking department.
Number and impact of continuous improvement initiatives implemented within the retail and commercial banking department.


Branch Operations and Management


Level of customer satisfaction with services provided by the branch.
Average time taken to complete customer transactions and service requests at the branch.
Accuracy and security of cash handling processes at the branch.
Level of adherence to operational policies, procedures, and guidelines at the branch.
Productivity of branch staff in terms of transactions processed, customer interactions, and service requests handled per staff member.
Efficiency of branch operations in terms of cost per transaction or cost per unit of output.
Branch's compliance with security protocols, including physical security, data security, and fraud prevention measures.


Digital Banking and Technology


Percentage of customers actively using digital banking services and platforms provided by the bank.
Number of transactions conducted through online and mobile banking platforms.
Percentage of new customers onboarded digitally through online account opening processes.
Percentage of customer inquiries and service requests handled through self-service channels, such as chatbots, interactive voice response (IVR) systems, or knowledge bases.
Percentage of strategic decisions successfully implemented within the agreed timeline, with a target implementation rate of 90%.
Uptime and availability of digital banking systems and platforms.


Commercial Lending and Relationship Management


Percentage increase in the bank's commercial loan portfolio over a specific period.
Average time taken to approve commercial loan applications.
Percentage of non-performing loans or loans with delinquencies within the commercial loan portfolio.
Number of new client acquisitions, client retention rates, and revenue generated per relationship manager.
Percentage of existing commercial clients who have availed additional banking products and services, such as treasury management, cash management, or trade finance.
Measure the department's effectiveness in managing credit risk within the commercial lending portfolio.
Measure the department's adherence to internal lending policies and external regulatory guidelines governing commercial lending activities.
Level of portfolio concentration within the commercial loan portfolio.


Requirements


Bachelor's degree in Banking & Finance, Economics, Business Administration, or a related field.
At least 0-8 years of relevant experience.
Additional academic qualifications are considered an advantage.
Relevant professional qualifications such as CIBN, ICAN, ACA, ACCA, etc. are considered an advantage.